Term
| What are the three types of communication skills |
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Definition
Content skills – what is communicated, through questions and explanations
Process skills – how something is communicated, both verbally and non-verbally
Perceptual skills – cognitive and relationship skills |
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Term
| Three processes that occur concurrently throughout the visit using GVCCCM |
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Definition
Providing structure to the consultation
Building the relationship with the client
Observation |
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Term
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Definition
Preparation
Initiating the consultation
Gathering information
Physical examination
Explanation and planning
Closing the consultation |
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Term
| What are two ways to provide structure in the consult according to GVCCCM? |
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Definition
Attend to flow
Structure consultation in a logical sequence
Monitor timing
Make organisation overt
Signpost progression through each component of the consultation
Summarise at end of each line of inquiry or explanation |
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Term
| What are 4 strategies involved with building the relationship with the client according to the GVCCCM model? |
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Definition
Employ effective non-verbal behaviour
Demonstrate appropriate non-verbal behaviour
Ensure recording aids do not interfere with rapport
Develop rapport
Acknowledge clients’ opinions and feelings in a non-judgemental manner
Demonstrate understanding of animal’s importance and purpose
Use empathy when communicating with client and animal
Provide support to client
Deal sensitively with challenging topics
Involve client
Share clinical thought process with client
Explain rationale for consultation components if required
Involve animal
Acknowledge animal and alert to presence
Relate to animal in accordance with human-animal bond |
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Term
| what are the two aspects of observation in the GVCCCM model? |
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Definition
Monitor animal, client and environment throughout the consultation
Make adjustments to consultation process as required |
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Term
| What are 4 key clinical communication skills? |
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Definition
Structured inquiry and explanation
Reflective listening
Expressions of empathy
Non-verbal communication |
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Term
| what are 3 techniques of reflective listening? and examples? |
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Definition
echoing- repeating what was said in a question by non-verbal intonation
example-So Mrs Jones said she wouldn't be paying her bill?
paraphrasing- restating in your own words
example- "sounds like you're worried that we might lose Mrs. Jones as a client"
summarising- making a statement that present your own understanding of what has been said
example- "Let me check that I've understood the situation. Mrs jones..." |
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Term
| What are 4 types of empathy expression? |
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Definition
normalization
self disclosure
partnership
non-verbal (facial expressions, vocal tone, touch, silence) |
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Term
| What are 5 catergories of non-verbal communication? |
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Definition
1. kinesics (facial, body tension, gestures, appropriate touch, and body position & movement)
2. proxemics (spatial relationships between objects, people, and animals)
3. paralanguage (components of lang other than words)
4. autonomic shifts (mostly involuntary in response to strong emotions, like blushing, tearing, etc)
5. personal appearance
6. envirnoment
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Term
| what are the 3 different types of decision making roles? |
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Definition
1. guardian/expert (paternalism)
2. teacher/consultant
3. collaborator/partner (relationship centered care) |
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Term
Which of the following is an example of paraphrasing the statement: “I’m so glad you’re able to see
me on short notice. I came here as fast as I could.”
a. “You came here as fast as you could?”
b. “Sounds like you got here in a hurry.”
c. “You’re relieved we could fit you in?”
d. All of the above
e. B and C only |
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Definition
B
A and C is echoing (Repeating what has been said in a way that is made into a question by non-verbal intonation)
(C kindof confused me, let me know if you disagree, b/c the client never said relieved so its like a mix of paraphrasing and echoing as the vet is putting their own understanding into the statement but asking in ? form)
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Term
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Definition
| 3 pieces of info (chunk) and then ask if the client understands (check) |
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Term
| What are the six components of paralanguage? |
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Definition
| pause, pitch, rate, intonation, volume, emphasis |
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